The Property Options Group

Please see the chain of responses between the owner [redacted] and I. [redacted] is apparently disgruntled about my honest review of MY experience with Movers:

I decided to use POG based off all the 5 star reviews I read. My experience was just the opposite. I made an appointment for an 8 am move, by 900 there were no movers so I called [redacted], the manager who told me that he would call back in 10 minutes and find out where his crew was. No call so I called him back, he said he made an error in switching my appointment tI'm with the second client but that he was sending an Extra guy to help the other job get done faster. He told me they would be over in an hour at most, which would be 1015.. the movers showed up at 1140. The truck they brought was very small and out of 3 movers only 1, named [redacted] hustled and did most all the heavy lifting alone. They didn't have power tools to take apart my bed or table so they spent a while doing it with just a screw driver. At the end of them packing they had [redacted] tell me that the remaining 8 boxes I had would not fit in the truck and they'd have to come back after asking me to transport one of my tvs in my car. I decided not to have them come back for the last 8 boxes due to not wanting to pay for an extra hour of horrible and slow service. When it was time to drive to the new place they asked if one of their crew members could ride with me, again due to a small truck. Same slowness when we got to my new place. [redacted] hustled and did work by stacking multiple boxes on top and moving quickly with a dolly. Meanwhile one of the other men is smoking near the truck that contains my furniture and taking 1 or 2 small things off the truck! I was furious and knew that this would take longer than the 3 hours I budgeted for so I started helping move my own stuff that I paid movers to move!! [redacted] and the smoker attempted to get my couch through the entry way and managed to gouge my wall and leave black scuffs on the wall. I then called time to tell him of his crews speed, lack of timeliness, size of truck and gouge on the wall. He told me that the truck 99% of the time is able to fit 2 bedroom apartments with no problem (I had a 1 bedroom )and this was not the case. When I told him I was specific in my emails of how many boxes and large items he said "unfortunately since we can't see these items that's a risk you take" his response for the movers showing at 1140 was "sometimes jobs take longer and it pushes the start of the next job out" fine, I understand that HOWEVER had [redacted] not made the mistake of switching my appointment with the second appointment of the day I would have been the 1st job and would not have dealt with lag time! He stated that his compensation for his error was throwing it a 3rd mover for free. I have an issue with 3 guys who are unable to get a 1 bed, 1 bath apt moved in 3 hours. [redacted] then tried to say that the drive from old place to new was far... nope, 13 miles and if it were "far" he should have indicated that when I gave him address specifics upon booking my appointment. His response for the dry wall was "well my guy can take a picture drywall is a $5 patch job" GREAT! then your crew can go spend $5 and find it since I did not put the hole there. [redacted] did do a nice job of being apologetic about the hole, he [redacted] an [redacted] and came back with caulk and apologized some more. Though the movers, with the exception of [redacted] were slow they were friendly. [redacted] however was very unapologetic. I would not recommend this company to anyone! Next step is rating them on the Revdex.com.

[redacted]. from POG Moving & Helpers replied to this review on May 31, 2015:

Laughable- a 1 Star Review? What would our rating be had we not communicated with the customer on a weekly basis and through out the day? Had been over time? Had been over the quoted rate? Not provided her a FREE 3rd man in the crew? Had we actually broken anything? Had we not shown at all? Silly, silly and sad for her.

So the customer tricked us about the amount of items to be moved. She decided at last minute once truck was loaded to add items that would not fit, from storage. We gave a FREE 3rd man on move. WE completed Job ontime and at budget. NOTHNG WAS DAMAGED. We do not use Power tools on Ikea furniture because it is made of glue and sawdust and damages cheap furniture. The crew did scrape the wall and advised client that we would repair it at no charge. So She got Free additional services, on budget and 100% moved. If that equals 1 Star then we will take it and she may remain a spiteful, malicious woman moving from her husbands apartment to this apartment, alone.

My review was not personal, I only included details that actually happened. I will be posting your response on the Revdex.com as you made it personal which is unprofessional from a business owner- “If that equals 1 Star then we will take it and she may remain a spiteful, malicious woman moving from her husbands apartment to this apartment, alone.”, although I cannot say that I am surprised. Please keep in mind that there was definitely communication throughout the day due to me calling YOU as you failed to return calls in the times that you stated. Did you provide a third man for FREE? Yes, you did. Was he quick and efficient? Not at all. It appeared as though it was his first day carrying 1 box at a time opposed to putting multiple boxes on a dolly to be more productive. Was that same 3rd FREE man smoking near the truck that included my furniture? YES! So please spare me the sell on you doing me a favor. As far as tricking you, please see the area I filled out on your questionnaire:

6: Do you have any overweight/large items: piano, safe, pool table, etc. (additional fees may apply)? Not sure if these count but there will be 1 60’’ TV, 1 sofa, 1 small table, 1 medium dresser, 1 bed.

You had also stated that the distance was “a bit of a drive”:

4: What is/are the load/unload address(es)?

A)[redacted]

B) [redacted]

I did not decide at last minute to add items from storage. In fact, I told [redacted] within the first 5 minutes that there were items on the patio and he did not state that moving those would be an issue. Among the items that did not fit that I “tricked” you about, were 3 boxes from INSIDE the apartment. I do not have a bed from [redacted] furniture and every move I have had that bed taken apart with a drill with no issue. Your company is simply not efficient. “Free additional services” your movers created the extra work for themselves by damaging the wall, you do not get to use that as leverage or the fact that I was 100% moved as I was not! I am not spiteful, just gave an honest review of my perception. One last thing, please understand the WHOLE situation prior to replying in an unprofessional manner. My boyfriend and I shared the first apartment and we were moving TOGETHER to the new apartment. I did tell [redacted] on the way to the new place (as I had to move your movers) that he was at work. I would appreciate if you did not respond with your emotional reasoning as to why your company deserves more than a 1 star rating. To be clear, I rated your company and YOU 1 star, not the movers themselves. Any additional responses from you will be reported.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The Property Options Group, LLC stated that I've had "constant" contact via telecommunication and email, but unfortunately, that is not the case. Since my discovery that the warranty that I purchased would not cover damages sustained by a third party, I had not received a call since. I resorted to email in hopes that my plea would be heard, and as stated before, I was told that progress was being made. I did receive an additional email on Friday, 23 May inquiring on contact information from whom I've purchased my refrigerator from to get a price quote. I didn't have a specific representative, as I had discussed my ordeal with an employee from the parts department. The representative informed me that the replacement for the door retailed $205.75, and with the 25% I would receive for having a warranty through them, that would make the cost of the door approximately $154.32, excluding taxes, which is less than original service that I paid for. 

The Property Options Group, LLC also stated that I received discounted work. This is accurate, and though the work was discounted, I paid the repairman more than I was quoted as a convenience fee.  The repair call to them was not due to another company’s no show, but because at the time, [redacted] had good report with me.  I also overpaid for the services rendered on the 17th as [redacted] and his crew took about 45 minutes to go from one location, get something to eat & drink, and to meet at the first unloading location.  Mind you, had that not occurred, I would’ve within my allotted timeframe. 

The company made claims that I gave them a “poor review” on part of that move that I was not present for.  Though I was not there, my husband was, and he stated that although there was a 3 man crew, one fell ill and he (my husband) had to help with the unloading of his belongings.   Also, while loading, the bottom drawer on my daughters’ dresser was damaged.  While bringing in the refrigerator, they removed the door from the home, for a better fit.  After the removal of the door occurred, they proceeded to bring the refrigerator in, resulting in the weather-stripping being pulled off from the door.  Luckily, all that was needed was to be screwed back in.  The doorframe still shows scrapes from when the movers forced the refrigerator through. According to their response, they stated that I didn’t allow them to disassemble the refrigerator, when that was not the case.  They disassembled the fridge when they needed to remove it from the first residence.  Had such suggestions been voiced, I would’ve agreed, but there was no such opinion made.  There are also scrapes on the wall leading into the kitchen.  Hence the reason they received less than stellar reviews.  

I have enclosed my phone records and photos of the damages that were incurred.  I just want this horrific ordeal to be over with.  Instead of requesting ALL the repairs to be made, I’m merely asking for my refrigerator to be stored to the like new condition that it was in.  I find their lack of communication appalling and would think that they’d make the attempts to make it right, instead me having to hound them down and resort to the Revdex.com to have progress made.

Regards,

As I evidently must regurgitate.This person hired labor, not moving services.   This person misrepresented job.   This person did not pay for full services.  This person flat out lied about job and equipment available.  This person hired a different...

company that moved the furniture in question and damaged the floors and walls.  We did not move the furniture in question because of the lies of this person. This person has an unpaid balance of $750.00 due and payable immediately.  We will not pay for damages by another company.

I have reviewed the response made by the business in reference to complaint ID [redacted], and...

have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

There is no resolution provided in the response... [redacted] is stating that my property was inferior prior to his company causing damage?  Not true, how would he know that as he had never set foot on my property until after the damage had happend?  Additionally, [redacted] is stating that I should handle this with MY insurance?  This is an absolutely preposterous statement as his "company" caused the damage to the property, then [redacted] himself further exacerbated the damage pretending to be a professional carpenter.  [redacted] should have hired a professional to come fix the damage initially and avoided this mess.  I believe I have been more than patient in allowing him an opportunity to repair his damage.  He failed to repair the damage to a level that would even be considered satisfactory if he were a beginner, then terminated all communication with me when he knew he had done a terrible job.  As a result of the damage I was forced to hire a professional framer and drywall repair contractor which cost me $800.  In order to resolve my complaint, I will need a certified check to reimburse me for that cost in full, else I will pursue a small claims case for the cost including additional related court fees and my time. 

Regards,[redacted]

This customer has had constant contact via telecommunication and email.  We sent an email request to her last week for additional information in order to resolve this matter.  She replied on Saturday, offices as most businesses are closed.  Monday was a holiday, most businesses were...

closed.  Tuesday was the first day we had to review the information provided to our request from last week.  It is now Wednesday at 5:30a.m. and most businesses are not yet open to conduct telephone business.  A matter as this it would be customary for a 48hour (business day) response time.  As her request for resolution on the matter it has been made abundantly clear from original time of service that we would replace the door which cost more than original service so her move will end up being free and  she will have a new refrigerator door inspite of her faulty warranty.Emails to evidence this may be forwarded.  WE will not attach to this response as it is ineffective to show timeline as described above.  Please provide an Revdex.com email to forward clients and emails in order to have this matter resolved and this complaint removed.  We as a company have already provided her additional discounted work.  WE provided service on a non scheduled day to make up for the  original company she hired that no showed inspite of our full schedule.  WE provided extra crewman at no extra charge for most of the move and even after jumping through hoops for her we received a poor review on a portion of the move that she was not there or involved in.  We received a 2nd  review that even though we did what no others were going to do for her  to keep her  timeline was less than satisfactory as we had maintained a 5star review until her.

Excellent company and crew! Very helpful and full service all the way. I have had some dreadful moves but will use this company again. Have referred my brother for his move next month! didn't get nickel and dimed. Flat rate hourly was just that and did it in less time! Thank you so much.